Manager Operations Support

Job Description SummaryThe Manager of Operations Support will manage the day-to-day responsibilities and process of the Operations Support team. They will train, support, and provide guidance to Operations Support Analysts. They will manage support of internal customer tools and ensure data and service accountability. Ensure First Student is the industry leader in leveraging technology to create operational efficiencies while providing best in class customer offerings. Major Responsibilities

• Manage the activities of Operations Support Analysts, a central team responsible for operational understanding and improvement in key performance areas and for enforcing locations’ adherence to operational standards while delivering planned direct labor efficiencies.
• Build and maintain a strong functional team through effective recruiting, training, coaching, team building and succession planning.
• Prepare and participate in the preparation of staff development plans for each functional associate who is a member of the team.
• Assess the skills and skill levels necessary to achieve work objectives.
• Conduct midyear and year-end performance appraisals, and work closely with OSAs throughout the year, providing regular feedback on their performance
• Continuously monitor OSA performance to identify support gaps or concerns and address those with individuals, offering coaching as needed
• Address areas of concern and provide regular updates on team efficiency and effectiveness to Director of Operations Support
• Manage process and tracking for Analyst reviews and trainings for adherence to all applicable Wage and Hour regulations while utilizing FOCUS and related systems, ensuring locations apply the rules, regulations, and proper system utilization
• Prepare, analyze, present and maintain Location Scorecard data for performance reporting purposes
• Assess field and customer needs ongoing, ensuring we provide all tools needed for customer satisfaction, accurate payroll processing, and ad hoc analyses
• Mentor Analysts’ procedure and conduct when auditing and interacting with the field to ensure delivery evokes compliance and success
• Work closely with Director Operations Support as a main resource and SME in current location, area, and regional performance
• Manage new Analyst onboarding, that it is rolled out efficiently and with proper understanding of the team and company goals
• Provide feedback to Director Operations Support on team performance and participate in strategizing roll outs of new or recurring projects
• Work closely with other Ops Support Team management to strategize an organized approach to operational coaching and improvement via our collective teams to the field operations
• Assign standards and deadlines to Analysts for projects or operational improvement efforts
• Motivate analyst group to think outside their role and to assist in other First Student projects as needed, recent initiatives that have been supported include PC refresh, the Active Directory Project, Employee Portal migration, Blended OT configurations, DHDS rollout plans and more.

Minimum Education or Certifications Required

• 4-year degree or equivalent work experience

Minimum Experience or Skills Required

• Prior Managerial experience Preferred
• Strong leadership skills required
• Very strong analytical skills required with proven ability to break complex problems into simple components, demonstrated ability to effectively and enthusiastically lead change, demonstrated ability to manage conflict
• Excellent communication skills required
• Project management skills preferred
• Previous customer support experience preferred
• Transportation logistics a plus

Physical Requirements and Working Conditions

• Incumbent must be able to move about the office and between floors; utilize standard office equipment; access filing system/cabinets; and communicate effectively and efficiently in person or by telephone.

Disclaimer
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.

First for a reason:

At First Student, we are a family of 60,000+ employees who take pride in safely transporting more than 5 million students and passengers to and from their destinations each day! Our family of brands include Transco, Total Transportation, Maggies Paratransit, and GVC II. Our employees are at the forefront of safety and innovation; they create and implement the most advanced training an